Got a question about GEN-3 Keycare?
Get answers for the most frequently asked questions here
GEN-3 Keycare is provided and administered by Keycare Limited.
Here you will find the answers to the questions we are asked the most. If you cannot find the answer you are looking for please call Customer Services on 0345 303 0550. Our Customer Services phone lines are open Monday to Friday 8am to 8pm and Saturday 9am to 3pm.
If an insured key has been stolen you must report it to the police immediately and get a crime reference number. Keycare cannot deal with your claim for stolen keys until you report the theft and confirm the crime reference number to us.
If the keys attached to the key fob are lost we may ask you to wait for a period of 3 days before making a claim.If you feel that a security risk exists as a result of losing an insured key you should replace the locks within the 3 day waiting period.In this instance you must pay for all costs.
If you have not found your insured key after the waiting period we will reimburse you for any costs you have incurred.We will only reimburse costs up to the cover limit shown in your policy schedule.If during the waiting period you find your key we will not pay any of your costs.
You can submit your claim to Keycare by calling the 24 hour Emergency Helpline on 0345 303 0550.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys.All receipts should be made available at the request of Keycare Limited.Once Keycare validates the claim we will send you a cheque as the fob holder.
You may make more than one claim within the period of insurance. Please note the total sum payable in each period of insurance cannot exceed the cover limit.
Your period of insurance and cover limit are shown in your policy schedule.
Yes, in most cases. You can ring the Keycare Emergency Helpline 24 hours a day, 365 days a year. You can find the number on the reverse of your key fob. Keycare will provide you with assistance on a pay and claim basis and validate the claim within 24 hours.
We recommend you keep a separate note of your key fob number and emergency helpline number in your mobile phone.
We provide cover for your keys whether lost or stolen whilst in the European Union. Cover is subject to your keys being attached to the key fob at the time of loss and being registered with Keycare.
The Keycare locksmith network only covers the UK therefore you will have to arrange for a locksmith to attend the scene.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Ltd. Once Keycare validates the claim we will send you a cheque as the fob holder.
Yes you can hire a vehicle from a firm of your choosing. Before hiring you must get authorisation from Keycare.
Keycare operates on a pay and claim basis. You must therefore get a VAT receipt from the vehicle hire company.
The maximum period of hire cover is for 3 days. This will commence immediately upon the loss or theft of your insured keys.
The maximum allowance payable for vehicle hire, within your cover limit, is £40 per day.
We will assess each claim individually. As the policyholder you have a duty to minimise your costs, but not to the extent that you incur undue hardship.
For long journeys the normal mode of transport would be a bus or train. For short journeys a taxi would be acceptable.
You must keep any original receipts / tickets. The maximum allowance for onward transport costs, within your cover limit, is £80.
Cover is available for the policyholder only.
If Keycare agrees a hire vehicle then any passenger costs will be included by default. If Keycare agree a train ticket this will be for the policyholder only.
Please note Keycare will deal with all claims on their own merit.
Pay and claim means we ask you to make all initial payments. This is for any work carried out and all reasonable transportation costs.
You must keep any original receipts for costs incurred relating to the loss or theft of your keys. All receipts should be made available at the request of Keycare Limited.
No. Keycare will send the reward to the person who found your keys. If they prefer, we can pay the reward to charity.
Keycare has a number of different ways of getting keys back to you depending on your circumstance. We will work with you to find the best solution for returning them.
You can attach your key fob to as many keys as you like e.g. vehicle, house, garage, office. We provide cover for 1 key per lock for your vehicle and up to 3 keys per lock for your home. Cover is subject to your Keycare policy being in force at the time of loss, and your key fob registered with Keycare.
No. Keycare does not seek a contribution from your household/motor insurers. Your no claims discount is not affected.
No. All you need to do is add your new car keys to your key fob. You are then covered.
As many as you choose bearing in mind the level of insurance cover. Cover is only provided for keys that belong to you. We would advise you not to keep all your keys on one fob. You can buy further key fobs to protect your additional sets of keys or the keys of family members living at the same address as you. Please call one of our expert advisors on 0345 303 4028. Our phone lines are open Monday to Friday 8am to 8pm and Saturday 9am to 3pm.
There is no excess to pay under your Keycare policy.
We do not cover the immobiliser itself; however if your car key includes a remote or handset for operating the immobiliser and/or alarm we cover the cost of replacing this up to a maximum of your cover limit per period of insurance.